if incidents take up to 1 hour to deal with and you have one user deal with 10 that = 10 hours of work + additional break time. How does that compare with local labour laws.

Take the estimated number of calls per day / week
Get the estimated time required to deal with these calls - then think of the following if that time is high like 1 hour - if you want to reduce the time you need to set up level 1 to just take calls and speand say 10-15 minutes trying a 1st time fix and then after that they escalate the call to level 2 ang get onto the next call.

Then do the maths. Level 1 should not be spending up to 1 hour on incidents. Level 2 support should. Now you need to calculate how many you need on level 1 and level 2 which are 2 different requirements. Do you have any historical data to use?_________________Mark O'Loughlin
ITSM / ITIL Consultant

This is excellent stuff. I have a couple of years worth of data that i can trawl through. I have been in the job for only a few days and immediately i can see there are not enough staff but i need a way to quantify this with senior IT Managers.

I am working with group that deals with at least 30 tickets a day(10% customer tickets and 90% event generated tickets) at level 2 support. What's your opinion on this?

Mark-OLoughlin wrote:

Hi,

if incidents take up to 1 hour to deal with and you have one user deal with 10 that = 10 hours of work + additional break time. How does that compare with local labour laws.

Take the estimated number of calls per day / week
Get the estimated time required to deal with these calls - then think of the following if that time is high like 1 hour - if you want to reduce the time you need to set up level 1 to just take calls and speand say 10-15 minutes trying a 1st time fix and then after that they escalate the call to level 2 ang get onto the next call.

Then do the maths. Level 1 should not be spending up to 1 hour on incidents. Level 2 support should. Now you need to calculate how many you need on level 1 and level 2 which are 2 different requirements. Do you have any historical data to use?